Deck 8: Human Behavior, Management, and Empowerment in Organizations

Question 1

_____ people dislike confrontation; therefore, they will go behind others' backs to get what they really want.

A) Aggressive
B) Passive-aggressive
C) Assertive
D) Nonassertive

Answer 1

Passive-aggressive

Question 2

From a social work perspective, _____ is the worker's responsibility to clients and the community to work effectively and achieve the goals that have been established.

A) accountability
B) a process goal
C) management
D) empowerment

Answer 2

accountability

Question 3

There are three common barriers to client empowerment in agencies. Which is NOT one of them?

A) Lack of financial and other resources
B) Other agencies who do not empower clients and refuse referrals
C) Excessive staff collaboration
D) Interpersonal issues

Answer 3

Excessive staff collaboration

Question 4

When coping with bureaucracies that do not enhance organizational effectiveness, a helping professional who campaigns to destroy and malign the system is nicknamed The ________.

A) Machine
B) Executioner
C) Dancer
D) Warrior

Question 5

Which of the following is NOT a conflict inherent between the current US health care system and Asian and Pacific Islander culture?

A) Showing respect for medical personnel
B) Giving informed consent
C) Making advanced directives
D) Making decisions about nursing home placement

Question 6

When are teams most effective and empowered?

A) When rewards can be provided for individual contributions
B) When they have clear authority to implement their decisions
C) When other organizations in the macro environment use teams
D) When upper management takes a strong interest and control over them

Question 7

Which leadership style involves consulting employees for their suggestions and input before making decisions?

A) Directive
B) Participative
C) Supportive
D) Achievement-oriented

Question 8

Which of the following statements accurately describes traditional bureaucracies?

A) They have flat structures comprised of cross-functional work teams.
B) Communication flows easily both horizontally and vertically.
C) Employees are given the discretion to make their own decisions, especially in unusual circumstances.
D) They are rarely concerned with how employees feel about their jobs.

Question 9

Which of the following is NOT a characteristic of a good servant leader?

A) Listening
B) Healing
C) Hindsight
D) Conceptualization

Question 10

Which of the following accurately describes a value inherent in Asian and Pacific Islander (API) culture?

A) Individualism in decision making
B) Formal, clear verbal communication.
C) The formal health care system, though they avoid it if at all possible
D) Constructive conflict

Question 11

Which of the following new approaches to management involves helping the staff to feel connected and supportive of one another, which creates a strong, cohesive force in achieving organizational goals?

A) Becoming a learning organization
B) Developing teams and team empowerment
C) Constructing a culture of learning
D) Using diversity as a strength

Question 12

Which of the following value dimensions in Asian and Pacific Islander culture refers to a devotion to and compliance with parental and familial authority, to the point of sacrificing individual desires and ambitions?

A) Collectivism
B) Filial piety
C) Harmony
D) Acculturation

Question 13

Which of the "seven sins of service" might be characterized by the phrase "Now don't worry your silly little head about it-trust me"?

A) Apathy
B) Condescension
C) Brush-off
D) Robotism

Question 14

Which of the following statement regarding conflict and its resolution is FALSE?

A) Conflict can make daily routines more exciting.
B) Conflict takes energy.
C) Some organizational environments are continuously conflict-free.
D) One of the steps in conflict resolution is to empathize with your opponent's perspective.

Question 15

Which of the following is NOT a concept of total quality management?

A) Quality as the primary goal
B) Use of teams
C) Top-down management style
D) Quality assurance

Question 16

Which of the following statements accurately describes the value discrepancies between helping professionals and bureaucrats?

A) Helping professionals believe that the primary goal of bureaucracies should be to survive, while the actual goal of bureaucracies is to serve clients.
B) Helping professionals resist change and are most efficient when no one is "rocking the boat," while bureaucracies strive to change to meet the emerging needs of clients.
C) Helping professionals believe bureaucracies should personalize services to each client and convey to them that "you count as a person," while bureaucracies are highly depersonalized systems in which clients (and employees) do not count as persons but are only tiny components of a mammoth system.
D) Helping professionals believe that power should be held by top executives, while in bureaucracies the clients have considerable power in the system.

Question 17

Approximately 80 percent of all social workers are women who earn about ________ than their male counterparts.

A) 3 percent more
B) 7 percent less
C) 14 percent less
D) 20 percent more

Question 18

Which of the following was NOT a suggestion for empowering women as organizational leaders?

A) Encourage employee involvement in the diversity-enhancement process by establishing employee-network groups composed of women.
B) Establish clear-cut objectives for each management unit.
C) Conduct an analysis of the status of women within the organization.
D) Set a quota for women leaders within the organization.

Question 19

Daft defines ________ as the attainment of organizational goals in an efficient and effective manner through planning, organizing, leading, and controlling organizational resources.

A) leading
B) management
C) organizational behavior
D) marketing

Question 20

Which of the following is NOT an internal problem or issue plaguing social service agencies?

A) Vagueness of goals
B) Vagueness of process
C) Impersonal behavior
D) Express procedures and written rules for common situations

Question 21

In the social work field, men are promoted generally more quickly than women.

Question 22

Stewardship in a servant leader is the condition and act of caring for the basic daily needs of others.

Question 23

Research-informed practice means that social workers should use the approaches and interventions in their practice that research has determined are effective.

Question 24

A central theme of total quality management (TQM) is customer satisfaction.

Question 25

It is helpful to think of bureaucratic systems as if they have human personalities.

Question 26

Female social workers who are considering a career in organizational management should reach out to another woman as a mentor.

Question 27

The essence of TQM is "ask your customers what they want; then give it to them."

Question 28

Asian and Pacific Islander culture respects clearly defined family structure and hierarchy of authority.

Question 29

One guideline for conflict resolution is to get started on it right away when you are angry.

Question 30

Much of what social workers do is not recognized, so they must learn ways to reinforce themselves.

Question 31

Filial piety is described as a devotion to individual desires and ambitions to the point of sacrificing parental and familial authority.

Question 32

One of the core values that characterize a caring organization is quality control.

Question 33

The concept of preservation of harmony characterizes collectivist societies.

Question 34

Participative leadership involves letting employees know precisely what is expected of them, giving them specific guidelines for performing tasks, and making sure that people follow standard rules.

Question 35

The parable of the boiled frog is one of the learning disabilities that may occur in organizations.

Question 36

Learning organizations emphasize the process of service provision instead of the effectiveness of service provision to clients.

Question 37

The complainer in a bureaucratic system is a covert warrior who complains to others both inside and outside of the agency.

Question 38

Nonassertiveness can build into aggressiveness.

Question 39

Servant leadership emphasizes that leaders should take care of their followers and nurture them.

Question 40

Management style provides clues to organizational behaviors.

Question 41

Why do value orientation conflicts arise between helping professions and bureaucracies? Cite some possible examples.

Question 42

Identify and describe five of the "seven sins of service" organizations commonly commit.

Question 43

Explain the advantages of working as a team.

Question 44

Cite and explain three of the five core values that characterize a caring organization.

Question 45

How assertive do you consider yourself? In what situations, if any, do you find that you tend to be either unassertive or aggressive?

Question 46

Describe total quality management (TQM) and explain the major concepts involved.

Question 47

List six of the eight assertive rights that each of us has as stated in the text.

Question 48

Compare and contrast supportive leadership, participative leadership, and directive leadership.

Question 49

What are the pros and cons of servant leadership? To what extent would you feel comfortable either being an employee or a manager in an organization employing servant leadership principles?

Question 50

What are the potential advantages to working in a bureaucracy for social workers?

Question 51

Discuss four problematic issues for those of the Asian and Pacific Islander culture relating to the health care system in the United States. What can be done to resolve them?

Question 52

What type or types of leadership do you think characterizes leaders in a learning organization? Explain.

Question 53

Briefly describe the current environment for women in social service management. What should organizations do to empower women as leaders?

Question 54

How do you generally respond in conflictual situations? How do you view your personal style for addressing conflict? It might be some blend of the styles mentioned in the text. Reviewing the steps in conflict resolution, how did you do in that regard?

Question 55

List and define four problems frequently encountered by social service organizations. How would you deal with each of them?

Question 56

Mia is a client at the Desolate County Department of Social Services. She has been placed in a training program for nursing assistants. She will only qualify for a few more months of assistance before she is required to work and her assistance is terminated. She has found that she can't stand the sight of blood or any other bodily fluids.
She has tried unsuccessfully to reach her assigned social worker, T-Rex. He is never there and Mia is always turned away when she asks to see someone else. She finally comes to you, T-Rex's supervisor with her problem. What will you do?

Question 57

Why is it important to study management styles in social service setting?